Communication Articles

How well do you serve your clients? Here are 20 ways for you and your business to provide outstanding customer service. Customer Service on a Platter By Sherri McMillan, MSc A few years ago an elderly gentleman walked into the gym where I worked and claimed he had never exercised a day in his life. Surveying the spread of our facility, the portly individual explained how he finally decided it wa...

I suspect that one of my colleagues has an eating disorder and another suffers from exercise addiction. While I’m inclined to mind my own business, participants are starting to talk. Some of them are worried and asking me whether these instructors have a problem. Others comment on how great these instructors look and are asking me their “secret to success.” What do I do, if anything?

You’re a whiz at creating choreography. Now if only you could remember the combinations every time you taught. Or maybe you’re one of those people who can remember every face you see, but when you have to put a name to a face, your memory freezes. Do these scenarios sound familiar? Then read on. Memory experts and veteran instructors have a few unforgettable tips for strengthening your memory. Give these suggestions a try, and remembering names and choreography will soon be a snap.

copy and pass along to your staff courtesy of IDEA How to Manage Angry Customers By Richard Gerson a statement that the person may perceive as placing the blame elsewhere or passing along the responsibility to resolve the issue. 6. Thank the Customer. That's right, say "thank you" to the individual for bringing the issue to your attention. Remember, only a small portion of your customers will tak...

Are you using texting as a behavioral or weight loss intervention with your clients? What types of messages do you send, and how successful have you been? Please share your ideas and experiences with editor in chief Sandy Todd Webster at swebster@ideafit.com.

fpo newsletter_teaser: Social media is a great tool for spreading the word about your services and increasing your clientele list. But with so many social media platforms out there, it’s difficult to know which ones to join, what information to post on them, and how much time to spend using them.

Proper phone etiquette is essential in a health club environment. Many people prefer to call ahead to ask simple questions, rather than physically coming in. It’s their way of getting a “feel” for your facility. As a manager/owner, you want that introductory phone call to translate into a new membership. However, phone communication has degraded among young adults working the front desk, and it’s easy to see why. newsletter_teaser: Proper phone etiquette is essential in a health club environment. Many people prefer to call ahead to ask simple questions, rather than physically coming in.

fpo newsletter_teaser: If you think you know obese clients, think again. We talked to obese (and formerly obese) consumers—and the fitness pros who work with them—to find out how they feel, what they think of the fitness industry and how we can better help them become healthy and vibrant.

The fiscal year is coming to a close, and you have a chance not only for a successful final push but also to connect with your personal trainers in a way that inspires them. Use the following tips to build a cohesive team, empower your trainers and, ultimately, sell sessions.newsletter_teaser: The fiscal year is coming to a close, and you have a chance not only to make a successful final push but also to connect with your personal trainers in a way that inspires them. Use the following tips to build a cohesive team, empower your trainers and, ultimately, sell sessions.

In the fitness business, where many personnel are part-time, employee conduct can easily be overlooked. Given their schedules, some fitness facility employees may not even have contact with management. Continued success and growth depend on a code of conduct that goes beyond such basics as punctuality and appropriate dress. If your facility doesn’t have a standard operating procedure that governs staff conduct, now is the time to start one. The areas of concern dealt with in this article are some of the most important ones to be addressed.newsletter_teaser: In the fitness business, where many personnel are part-time, employee conduct can easily be overlooked. Given their schedules, some fitness facility employees may not even have contact with management.